AI Conversation Analytics for Every Chat and Call
Botcadence summarizes every AI chat and call, then shows resolution, sentiment, top topics, bookings and handoffs by channel and date, so you make decisions based on data, not guesses.
Full
Conversation coverage
Top topics
On every conversation
0-100
AI handling score
CRM
Outcome push
What are Conversation Analytics?
Conversation analytics turns every Botcadence chat and call into numbers your team can act on: resolution, sentiment, top topics, bookings, callbacks and handoffs, filtered by channel and date. Each conversation also gets an AI summary and a 0 to 100 handling score, and an automation can alert you when inbound calls spike.
The Problem
Why Conversation Data Goes Unused
Turn every chat and call into searchable insights so product, support, and sales act on what customers actually say.
Leaders Only See Ticket Counts
Volume metrics hide why customers contact you and which intents drive revenue or churn.
Coaching Relies on Spot Checks
Manual QA samples miss emerging failure patterns across chat and voice.
Product Feedback Stays Buried
Feature requests and friction themes live in transcripts nobody has time to read.
AI Quality Is Hard to Prove
Without analytics, teams cannot show what the AI resolved, booked or handed off.
Key Benefits
Why Conversation Analytics Matters
Unified Dashboard
One overview for chats, voice agent calls and WhatsApp messages, with filters by channel and date range.
Sentiment Tracking
Every conversation is labeled positive, neutral or negative when it ends. See the split for any date range, campaign or phone line.
Topics and Reasons
The AI tags each conversation with up to five topics and the reasons for contact you define, so you see what customers ask about most.
Business Outcomes
Count bookings, open callbacks, after-hours conversations and the outcomes you define, such as demo booked or sale made.
Performance Benchmarks
Resolved versus unresolved for chats and calls, call duration over time, customer ratings, the AI handling score, and how fast teammates pick up and resolve after a handoff.
Spike Alerts and Weekly Digest
Post to Slack or alert your on-call team when inbound calls reach three times the usual volume for that hour. Admins also get a Monday email with last week's numbers.
How It Works
How Conversation Analytics Works
Capture Every Signal
When a chat or call ends, goes quiet or is handed off, the AI writes a summary and records sentiment, topics, resolution, next steps and your dispositions.
Analyze & Categorize
Botcadence counts outcomes, topics, sentiment, bookings and handoffs across conversations and flags unusual spikes in inbound calls.
See the Trends
See trends over time and a weekday-by-hour heat map, and filter by channel, date range, campaign or phone line.
Act on Insights
Export conversations to CSV for your teammates, read the weekly digest, and use what you learn to improve prompts, documents and handoff rules.
See Your Conversation Data Come Alive
Get a personalized demo of the analytics dashboard with sample data from your industry.
Example workflow
Support leader spots rising refund requests from chat trends
Botcadence tags every conversation with its reason and topics. Complaints about one product climb, the team finds the cause and fixes it.
Trigger
Complaints climb on the insights page
On the business insights page, reasons for contact show more complaints than last month, and products asked about point to one product across website chat and WhatsApp.
AI action
Conversations tagged by reason and topic
The AI has tagged each conversation with its reason for contact and topics, so the support lead filters the inbox by the complaint reason and reads the summaries, which mention damaged boxes from one warehouse.
System update
Answers and data updated
The team adds the new return steps to the knowledge base, and an automation adds each conversation's reason and summary to a Google Sheet the warehouse reviews.
Business outcome
Root cause fixed before support costs spiral
Packaging is fixed, and the complaint count on the insights page shows whether the fix worked.
Trigger
Complaints climb on the insights page
On the business insights page, reasons for contact show more complaints than last month, and products asked about point to one product across website chat and WhatsApp.
AI action
Conversations tagged by reason and topic
The AI has tagged each conversation with its reason for contact and topics, so the support lead filters the inbox by the complaint reason and reads the summaries, which mention damaged boxes from one warehouse.
System update
Answers and data updated
The team adds the new return steps to the knowledge base, and an automation adds each conversation's reason and summary to a Google Sheet the warehouse reviews.
Business outcome
Root cause fixed before support costs spiral
Packaging is fixed, and the complaint count on the insights page shows whether the fix worked.
The Transformation
Guesswork Reporting vs Conversation Analytics
Compare thin ticket dashboards with Botcadence analytics that surface intent, quality, and business outcomes.
| Capability | Without AI | With Botcadence |
|---|---|---|
| Visibility | Sampled call listening | Full conversation coverage |
| Topic Discovery | Manual tagging weeks later | Topics and contact reasons on every conversation |
| Revenue Insight | Disconnected CRM notes | Outcomes, bookings and handoffs per conversation |
| QA Capacity | Limited spot checks | AI handling score on every conversation |
| Action Speed | Quarterly insight reports | Alerts when inbound calls spike |
Use Cases
Who Benefits From Conversation Analytics?
Common Questions
Conversation Analytics Frequently Asked Questions
Conversations, chats and calls, messages, new leads, live conversations, resolved versus unresolved, sentiment, top topics, your dispositions, bookings, callbacks, after-hours volume, handoffs, call duration, customer ratings and the AI handling score. Most views filter by date range and channel. Analytics are included on paid plans.
Live conversation counts show what is active now. Summaries, sentiment and topics are added when a conversation ends, goes quiet or is handed off, and dashboards show the latest numbers each time you open them.
You can define your own disposition lists, such as outcomes or reasons for contact, and see counts for each. Admins get a weekly email digest, and an automation can alert your team when inbound calls spike. There is no custom dashboard builder.
Yes. Analytics aggregate data from website chatbot, WhatsApp, Slack, Telegram, voice agents, and any other connected channel into a single unified view. You can filter by channel or view cross-channel metrics.
Yes. Export conversations as CSV, and the download link is emailed to the teammates you choose. To feed a BI tool, push each conversation's fields to Google Sheets, or send them through Zapier or a webhook.
Turn Conversations Into Competitive Intelligence
Start measuring what matters. See outcomes, sentiment, topics and handoffs for every AI conversation on every channel.
- Free plan, no credit card
- Website chat live in about 5 minutes
- Works with your existing tools